LogMeIn, the company that provides authentication and other connectivity solutions for those who connect remotely to networks and services, has made another acquisition to expand the portfolio of services it offers to customers, specifically in its new Bold360 CRM platform, launched in June. The company has picked up Nanorep, a startup out of Israel that develops chatbots and other AI-based tools created to help people navigate self-service apps.
LogMeIn is paying $45 million plus up to $5 million more in earn-outs based on performance and employees staying put over the next two years.
The startup already had a number of big customers, includingFedEx, Toys“R”Us and Vodafone. It looks like all of Nanorep’s existing business will continue as its tech also gets integrated into Bold360.
LogMeIn’s launch of Bold360 earlier this year was intended to help the company expand the range of services that it offered to customers, beyond authentication and IT management within an organisation and into more cloud-based services where the business interfaces with its customers.
However, the space is already very crowded, and so it’s no surprise to see that LogMeIn has made an acquisition to add more features to the service to help set it apart from the pack. With Nanorep, it’s also tapping into the recent enthusiasm and interest in AI and building “intelligent” services that mimic human behaviours, specifically in CRM.
“Artificial intelligence is changing the way we interact with our favorite brands and will play a critical role in the future of customer engagement,” said Bill Wagner, CEO, LogMeIn, in a statement. “With Nanorep, we gain proven technology and AI expertise that expands our Bold360 offering, accelerates our customer engagement vision and provides a natural path for us to leverage these emerging technologies across our entire portfolio. We believe in the ability of technology to unlock the potential of the modern workforce and with the addition of Nanorep we are going to be able to deliver solutions that will help our customers achieve the next generation of humanized and personalized customer service.”
Although LogMeIn has acquired Nanobot to help raise its game in CRM, on another level this is also an important move just to keep up. Gartner predicts that “conversational agents” — which you can interpret as a more fancy way of saying “chatbots” — will account for 30 percent of all customer service interactions by 2022, up from just three percent today. There are many others that are also active in this same area, including Salesforce with its Einstein AI, Gong, which provides real-time processing and teaching to live agents; and Hubspot, which just made an acquisition of its own, of Kemvi.
Featured Image: Kevin Smart/Getty Images